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umoya56's profile

Tutor

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8 Messages

Wed, May 8, 2019 6:36 PM

Refund for non-installed equipment

I have been waiting for over a month and have spoke to several CSRs who have guaranteed me that I would receive a call regarding a camera that was ordered, subsequently cancelled,billed for and never installed by a technician. I'm still waiting for the call. The CSR service is horrible and I'm very frustrated that I am not allowed to speak with anyone of a higher level. I repeat the same information each time I call as if if is a new case every time. Can someone please help me?

Community Support

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6.9K Messages

3 y前

@umoya56  Hello. My apologies for the issue. If you would please click on my user name and then click "Send PM" to send me a message with your name, address, contact info and account number, so that I can have this looked into and have a specialist contact you to resolve the issue. Thank you

 

Tutor

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8 Messages

3 y前

@ATTDigitalLifeCS: Thanks for the reply. I do not see an option to "Send PM" after clicking your username.

Community Support

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6.9K Messages

3 y前

@umoya56   Hello again. Please ensure that you are logged into the forum and then the option to send a PM will be available. I will send you one to reply to.

Contributor

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3 Messages

3 y前

I am going through the same thing. I have been lied to over and over again!!!! The customer service people are complete liars and I have the saved chats to prove it. Over a month now and I still have not received my money back. I have had the service for 4 years and after being treated so horribly I am going to cancel my service now. 

Community Support

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6.9K Messages

3 y前

@ms.1210  Hello. My apologies for the issue. Returns can take 4-6 weeks to process. I would be happy to look into this for you. If you would please click on my user name and then click "Send PM" to send me a message with your name, address, contact info and account number, so that I can have this looked into and have a specialist contact you to resolve the issue. Thank you

 

Contributor

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3 Messages

3 y前

4-6 weeks for a refund is ridiculous. You saying that only adds to you all being liars. According to 2 representatives it takes 10-15 days. 

 

These are copied and pasted from the conversations I had.

 

Andrea : representative advised that the money will be refund back to you within 10-15 days

 

Junior : So once the appointment is canceled it would take approximately 10-15 business to reflect back to the account.

Community Support

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6.9K Messages

3 y前

@ms.1210   Hello. From your post I could not tell if you were waiting on a refund for equipment that was shipped to you and you shipped it back or if it was from a technician being at your home and being billed equipment that you were waiting on a refund for. They are 2 different returns.... The technician being at your home and returning that equipment is usually 10-15 days refunded back to the card you paid for it with. The shipment at the home and then mailing the shipment back can take 4-6 weeks to be refunded as it has to ship, be received into the warehouse and processed, then the refund is applied. I have offered to look into this for you and would be happy to do so, however, I do need the information from (name, account number, address, best contact phone number) in order to research it and get it resolved.  Thank you

Community Support

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6.9K Messages

3 y前

@ms.1210  Hello again. I was able to locate your account based off of the email address that you used for the forum. In researching everything , it looks like you had an appt for the camera on 4/19/19, that appt was cancelled and you returned the camera to us. We didn't receive the camera back until 5/2/19, upon which we sent you an email stating that we received the equipment and that the refund would be processed. The agents told you 10-15 days due to thats how long after we receive the equipment to process the return. The entire process can take the 4-6 weeks as it all depends when the equipment is sent back and when we receive it.  I have confirmed and your refund will be processed within the next 3-5 days from now.Please let me know if you have any questions.

Contributor

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3 Messages

3 y前

I'm not going to go into details because it would be a long drawn out comment. Yes, the camera was returned on the 2nd. What you failed to mention was it wasn't sent out until 4/24/19 and my appointment was 4/19/19 even though I cancelled on the 9th. Thanks for confirming I will get my money back in 3-5 days after cancelling over a month ago and being lied to several times.

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